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5 Biggest Client Complaints

It’s been a long time since I sat in Real Estate School classes, gulping down the many facts and rules and equations necessary to get my licensure. But like any job, many of the most important lessons I’ve learned as an agent were not taught in the classroom.

They were taught to me by my clients – buyers and sellers, alike.

Yes, agents have to know the most up-to-date information about oil tanks, and yes, it’s handy to have a list of great vendors for clients – from floor finishers to structural engineers. However, there are a few things that may be more important, and I know that because clients have come to me with these complaints about their previous agent. Here are the top five:

  1. "After we signed the listing papers, our agent handed us off to others." One client told me she never saw her agent again after her house was officially listed. Instead, she was assigned to a listing manager, a stager, and various office assistants. There is nothing wrong with having an assistant follow up on details. However, I consider my listings my direct responsibility, and I make sure to be in touch with sellers regularly throughout the marketing and sale of their home.
  2. "My listing agent would schedule house showings and then no one showed up." To be fair, buyers often change plans, even after a seller has filled the morning tidying, stashing kids’ toys, and relocating a pet to the neighbor’s. It's understandably annoying to ready a house that no one comes to see. If a buyer cancels, I consider it my first responsibility to let the seller know  – whether they are my clients, or theirs is a home was going to show my buyers. Having sold my own house recently, I am very attuned to the effort that goes into a showing.
  3. "The agent who was showing me houses didn’t know the town." It’s easy to show homes in your own town, especially if you’ve lived there awhile. However, if agents are showing homes in an unfamiliar town, they have to do their homework. A good agent should be able to tell you distances to grocery stores and have a working knowledge of commuter options. I live in Montclair, but spend a lot of time in Glenridge, Cedar Grove, South Orange, Maplewood and other nearby Essex County suburbs for the sole purpose of providing my clients with the most accurate information possible.
  4. "I felt constant pressure to increase my bids." Buying a home can be stressful and, in my opinion, an agent’s job is to try and reduce that stress. Not add to it. We should provide data, insight and knowledge. We should not make a client feel insecure about a bid (which, apparently happens a lot). My only agenda with my clients is that they find the home that suits them best. 
  5. "My agent never answered my calls." I will confess: I do not answer the phone while driving, but beyond that, I respond to my clients – calls, texts, and emails – immediately or, at least, quickly. That’s just good business.

So, as you can see, I’ve learned a lot over these 14 years. If you want to put me to the test, I’d relish the opportunity. Then again, maybe there are a few things I could learn from you too!

Call or text:  973-809-5277  If I'm driving, I'll call you back!

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